Customer Success & Operations Lead

Evo Tech Software Solutions Inc; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

IdeaMax is seeking a Customer Success & Operations Lead to oversee onboarding, support, and long-term customer success while driving operational improvements. You will build relationships with creators and brands, guide onboarding including Shopify integrations, and coordinate with cross-functional teams to resolve issues.

The role emphasizes leading a Customer Success team, documenting processes, and maintaining a high CSAT while scaling operations in a fast-paced startup environment.

Qualifications

• Excellent written and spoken English is required.
• 3+ years in customer success, support, or e-commerce ops.
• Prior experience leading or supervising a team preferred.
• Experience supporting U.S.-based customers is a plus.
• Strong troubleshooting and problem-solving skills.
• Excellent organizational skills with high attention to detail.
• Comfortable in a fast-paced startup environment.
• Ability to work independently and own outcomes.
• Positive attitude and commitment to outstanding experiences.

Responsibilities

• Guide creators and brands through onboarding and connect Shopify.
• Respond to customer inquiries via email, chat, and calls.
• Troubleshoot platform, order, and integration issues.
• Coordinate with tech, supply chain, and leadership to resolve concerns.
• Build strong relationships for long-term customer success.
• Identify opportunities to improve customer experience.
• Improve onboarding processes and maintain knowledge base.
• Test new features and provide feedback to product team.
• Track success metrics and report regularly.
• Mentor and coach Customer Success Representatives as the team grows.

Skills

English proficiency

Customer success

Team leadership

US customers

Troubleshooting

Detail oriented

Startup experience

Ownership

Positive attitude

Tools

Shopify

Loom

ChatGPT

Job description

The Customer Success & Operations Lead oversees customer onboarding, support, and long-term success while improving operational processes and leading the customer success team.

This role is ideal for someone with customer success or e-commerce experience who enjoys building relationships, solving problems, and delivering exceptional customer experiences.

Responsibilities

Customer Onboarding

• Guide creators and brands through the complete onboarding process.
• Assist customers with connecting Shopify and other e-commerce platforms.
• Help customers upload products, artwork, and configure their stores.
• Verify successful integrations before customers begin selling.
• Create onboarding documentation, tutorials, and training materials.

Customer Success

• Respond to customer questions through email, chat, and occasional phone or video calls.
• Troubleshoot platform, order, and integration issues.
• Coordinate with technology, supply chain, and leadership teams to resolve customer concerns.
• Build strong relationships with creators and brands to ensure long-term success.
• Proactively identify opportunities to improve the customer experience.

Operations & Process Improvement

• Build and improve customer onboarding processes.
• Maintain and expand the knowledge base, FAQs, and training documentation.
• Identify recurring customer issues and recommend improvements to product and operations.
• Test new platform features before release and provide feedback to the development team.
• Track customer success metrics and prepare regular reporting.
• Supervise, mentor, and coach Customer Success Representatives as the team grows.
• Manage daily customer support operations and ensure service level expectations are met.
• Review support quality and provide ongoing coaching and feedback.
• Assist with recruiting, interviewing, onboarding, and training future Customer Success team members.
• Help build a high-performance, customer-first culture.

Qualifications

• Excellent written and spoken English (required).
• 3+ years of customer success, customer support, or e-commerce operations experience.
• Previous experience leading or supervising a customer service team preferred.
• Experience supporting U.S.-based customers.
• Strong troubleshooting and problem-solving skills.
• Excellent organizational skills with exceptional attention to detail.
• Comfortable working in a fast-paced startup environment.
• Ability to work independently and take ownership of outcomes.
• Positive attitude and commitment to delivering outstanding customer experiences.

Preferred Experience

• Shopify or other e-commerce platforms
• Print-on-demand or apparel industry
• Loom or other customer training tools
• ChatGPT and AI productivity tools
• Process improvement and documentation

Success Metrics (First 90 Days)

• Average first response time under 2 business hours.
• Average ticket resolution time under 24 hours.
• Customer Satisfaction (CSAT) above 95%.
• 95%+ onboarding completion rate.
• Average customer onboarding completed within 48 hours.
• Knowledge base and onboarding documentation fully established.
• Successfully supervise and develop at least one Customer Success Representative.
• Continuously improve onboarding efficiency and customer satisfaction.

What Success Looks Like

You create a customer experience that becomes a competitive advantage for IdeaMax. Every creator and brand feels supported from their first interaction through long-term growth. As the company scales, you build the people, processes, documentation, and operational discipline needed to support thousands of customers while maintaining exceptional service quality.

This is more than a customer support role - it is an opportunity to build and lead the Customer Success organization as IdeaMax grows.